IT OT Engineering Specialist

Work Schedule

Environmental Conditions

Job Description

• Be the on-site technical SME and primary point of contact for the Whitby IT/OT support function, acting as the bridge between site stakeholders (QC, Engineering/Automation, Manufacturing) and global/shared IT teams.
• Deliver site IT services including business application and infrastructure support, end-user support (desktop, access & administration), and regulated environment support (Quality, SOX, GxP), including customer-specific data delivery where applicable.
• Own end-to-end incident troubleshooting for lab and manufacturing systems, using a structured approach (verify device/client/services/network), documenting findings, and driving resolution to root cause rather than temporary workarounds.
• Operate effectively within a shared-services and limited-privilege model by gathering evidence locally, identifying the correct resolver group or vendor, escalating with clear technical detail, and following through to closure.
• Lead the definition of technical requirements for lab and OT connectivity (ports/protocols, access needs, performance expectations), and coordinate implementation with the appropriate global/shared services teams (e.g., Networking, Cybersecurity, IAM, Server/Windows, VMware/Virtualization, Storage/Backup, End User Computing) and vendors as required.
• Support and maintain lab and manufacturing system availability by proactively managing common operational risks such as storage/capacity constraints, backup integrity, retention, and recovery readiness for OT and lab workloads.
• Coordinate patching, antivirus, and maintenance activities for regulated systems using a risk-based approach, ensuring appropriate testing, stakeholder alignment, and documented evidence consistent with GxP expectations.
• Drive disciplined intake and work management by ensuring requests and incidents are captured via formal ticketing, prioritized with stakeholders, and sequenced across support and project workstreams.
• Create and maintain audit-ready documentation including system inventories, support runbooks, diagrams/data-flow descriptions as needed, and CMDB/asset records to ensure clear ownership and traceability.
• Use ServiceNow for incident/request/change records and CMDB accuracy, and follow TrackWise (or the applicable Quality process) for GxP-impacting changes, ensuring clear scope, testing evidence, approvals, and formal closure.
• Provide coordination and smart-hands support for physical IT/OT infrastructure when required (computer rooms, IDFs/MDFs, basic equipment deployment support), working with the appropriate infrastructure teams for configuration changes.
• Support segmentation and security-zoning initiatives for OT and lab environments (aligned to ISA-95/Purdue concepts where applicable) by coordinating required access patterns and resolving issues introduced by segmentation controls.
• Collaborate with Engineering, Cybersecurity, and Global IT on industrial cybersecurity and IIoT-related site initiatives as applicable, including asset visibility, risk remediation, and implementation support.

• Minimum 5 years of relevant experience in IT infrastructure and/or IT/OT support in a regulated manufacturing and/or laboratory environment. Relevant experience may include co-op/internship or new graduate roles where scope included hands-on support and incident troubleshooting.

• College diploma or University degree in Computer Science, Information Technology, or a related field.

• Demonstrated ability to own end-to-end troubleshooting for IT/OT issues impacting lab and manufacturing operations, using a structured approach to isolate root cause and drive permanent fixes.
• Strong capability to operate within a shared-services and limited-privilege model by collecting evidence locally, escalating effectively to the correct resolver group, and following through to closure.
• Working knowledge of regulated (GxP/GMP) expectations as they apply to IT/OT support, including documentation discipline, audit readiness, and risk-based decision making.
  Experience supporting or coordinating backup, retention, storage/capacity, and recovery readiness for lab and OT workloads; comfortable verifying logs, test restores, and addressing gaps proactively.
• Ability to define technical requirements for lab and OT connectivity (ports/protocols, access needs, performance expectations) and coordinate implementation across global/shared service teams (e.g., Networking, Cybersecurity, IAM, Server/Windows, VMware/Virtualization, Storage/Backup, End User Computing) and vendors.
• Working knowledge of Windows administration fundamentals and enterprise identity concepts (e.g., Active Directory groups/access patterns) and the ability to troubleshoot authentication and authorization issues.
• Experience with virtualization platforms and concepts (e.g., VMware), including diagnosing issues spanning host, VM, network, storage, and application layers.
  Practical understanding of network fundamentals (switching/routing concepts, VLANs, DNS/DHCP, firewall rule intent) sufficient to troubleshoot connectivity issues and request correct changes from network/security teams.
• Familiarity with lab and manufacturing system environments (e.g., LIMS/CDS/instrument connectivity, SCADA/HMI/historian ecosystems) and the ability to work with vendors and SMEs to restore service quickly.
• Strong documentation skills, including producing clear incident notes, RCA summaries, connectivity requirements, and maintaining asset/CMDB accuracy.
• Effective planning and prioritization skills across concurrent incidents and project work, including stakeholder communication, expectation-setting, and escalation based on business risk.
• Strong verbal and written communication skills; able to translate technical issues into business impact and risk language for non-technical stakeholders.

Compensation